Sytner JLRS Division
Alan Davis (right), Head of Business, congratulating George McKechnie.
Jaguar Land Rover Ascot Service Centre
Award Nominee, December 2017
George is our Junior Accounts Assistant he is always happy to help his Department along with the rest of the business. He regularly goes to Aftersales and our PDI Centre to support the team and provides cover where he can, more recently with the Warranty Department. George always remains cheerful, eager to learn about the business and is an asset to the Accounts Department.
Christine Rose
Award Nominee, December 2017
Christine has excellent customer service skills and embraces our customer first ethos. She is always interacting and engaging with our customers, ensuring that their experience in the dealership is always as comfortable as possible. Always willing to complete any task that is given to her and she lends a hand to other staff members during busy periods.
Thank you Christine!
Alex Scott (right), Head of Business, congratulating Pete Murphy.
Award Nominee, December 2017
Throughout the year Peter has rescued the dealership from some customer issues involving vehicle problems by owning and solving the customer concerns and seeing the job through to delighting the customer. Peter always says “Yes” to anything that is presented to him and puts himself out to ensure customers and employees get where they need to be and are very well informed with progress along the way.
The un-sociable hours he sometimes works are met with a smile and never a chore. He has also been available for many group missions that are asked of him and carries out these jobs with discretion. At the dealership, Peter has also aided the corporate team in organising logistics and training third-party drivers on the handover process required for our complex controls on our vehicles. Peter’s attention to detail is excellent and you can leave the tasks to him and need not worry. Pete is a valuable asset to the dealership.
Gary Slater (left), General Sales Manager, congratulating Jane Walker.
Award Nominee, December 2017
Being our first point of contact Jane is a shining example of our customer first philosophy who continuously offers her full support to providing an excellent service to all of our customers and staff regardless of business pressures.
Always a warm welcome from Jane!
Tom Booth (left), New Car Sales Manager, congratulating John Underhill.
Award Nominee, December 2017
John had sold a used Range Rover to a customer who lived in Buckinghamshire. The customer was a frequent commuter from the south so was not put out about collecting the car, unfortunately, due to issues with the preparation of the car the handover had to be delayed so the customer came up as planned on the 8th December to view the car but took our demonstrator away with him. When the car was ready John was away from work on annual holiday leave and knowing how excited the customer was about wanting the car before Christmas took it on himself to come into work collect the car, then drive all the way to Buckinghamshire setting off a 3am to meet the customer at his home address before he set off to work for 7am. John completed the full handover at the customer’s address and drove the courtesy car back to the dealership whilst officially on holiday. The customer was delighted by the commitment John had shown and was extremely happy with his new car.
Well Done John!
Andrew Needham (right), Head of Business, congratulating Enamul Miah.
Award Winner, December 2017
Our nomination is for Enamul for providing exceptional customer service to a loyal customer, here is the feedback we received on Autotrader.
A DEALER YOU CAN DEAL WITH! I bought a new, showroom XJ Portfolio from them in September 2015. They did a very good deal on the price (although the P/X price was no different from a well-known organisation that will buy any car). 2 years later they offered me a stunning deal on a new XJ Autobiography. I didn’t buy on this occasion, but I hope to do so in future. 3 months later, my car was stranded in Manchester due to a medical condition. No problem, Guy Salmon Maidstone took the hassle away and arranged for my car to be collected and returned to my home. That’s what I call going the extra mile. Thank you, Enamul Miah, of Guy Salmon. Sales staff are always friendly and knowledgeable, and servicing has always been good. I was particularly impressed with the most recent service, which included a video of the safety checks emailed to me
Oliver Mann (left), Head of Business, congratulating Marie Berney.
Award Nominee, December 2017
Our nomination is for Marie for stepping in to help a member of the public who found themselves in a difficult situation.
Marie was walking up from our unit in the snow when an elderly lady slipped and fell, badly injuring her hip and couldn’t get up, Marie called an ambulance and waited with her in the snow until it arrived.
Well Done!
Kye Charnock (left), Sales Manager, congratulating Natacha Cheng.
Award Nominee, December 2017
Our December nomination goes to Natacha. Since October she has gone through many changes to her role and responsibilities when a new Accountant came on board. She has managed this with enthusiasm and continues to learn new tasks and taking on more responsibilities every day. In recent months she has come in very early to conduct stock takes before the business is open, usually in the dark to help to support the Sales Administrator and Preparation Assistant to confirm all reports are correct and match physical stock checks, whilst helping other departments when they need an extra pair of hands.
Thank you for your contribution Natacha!
Mike Tyson (right), Head of Business, congratulating Sean Jackson.
Award Nominee, December 2017
The Sales team delivered a new Range Rover Autobiography to Warrington on 18th December. On Friday 22nd Dec at 4.30pm the customer reported back the were numerous faults with the vehicle and indicated that she didn’t feel confident to drive the vehicle over the Christmas and New Year period. Sean abandoned his Christmas shopping plans on 23rd December and took a demonstrator vehicle to Warrington for the customer to use over the holiday period and brought the faulty vehicle back to the dealership.
Well done Sean, you made it special for our customer.
Daniel Hutchinson (left), Sales Manager, congratulating Rachel Case.
Jaguar Land Rover South West London
Award Nominee, December 2017
We are delighted to announce Rachel as our December Making it Special Award. Every month Rachel receives many nominations from her colleagues, in particular from our Jaguar sales team for her continued support, doing the job correctly every time and liaising with customers to get correct documentation to them, helping the Jaguar team to a top quartile CLP YTD.
All year she has done a perfect job to support the Jaguar Sales Exec’s and Sales Management to deliver perfect customer experiences. She ensures not only her job is done perfectly consistently, but also everyone involved to ensure nothing goes wrong with the customer deadlines. She always goes above and beyond and demonstrated this when our Used Car manager left, she has stepped up and done extra work to support the Sales Management and has ensured we are still making it special for our customers. Rachel is always willing to help those around her and is often the go-to person for her team. Without her attention to detail and efficiency, it would be much harder to provide our customers with the best service. Well Done Rachel and thank you!
Paul Williams (left), Head of Business, congratulating Dave France.
Award Nominee, December 2017
‘Customer Care at the drop of a hat‘! A customer telephoned the dealership to advise us that she had a low coolant warning light showing on her vehicle dashboard and was extremely concerned about driving the vehicle into the dealership to be attended to with the warning light showing. After being passed through to Dave for technical assistance without delay he very kindly offered to take time out of his busy schedule in the workshop that very day and personally collect the vehicle.
On arrival back at the dealership, Dave then set about looking after the vehicle himself as it wasn’t booked in the workshops busy schedule for that day. After carrying out a number of checks and also topping up the coolant level he then set off on the 20-mile trip to deliver the vehicle back. The customer was absolutely delighted, so much so that she sent a thank you card to Dave showing her appreciation for going that ‘Extra Mile’ and attending to her vehicle at a moment’s notice.
To Dave, thank you very much for your assistance with my Evoque last week. Your customer service was excellent. Thanks again.
Tony Wilson (left), Head of Business, congratulating Jeanette Thompson.
Award Nominee, December 2017
Having our Accounts assistant leave in December left a number of challenges which led to Jeannette cancelling her holiday in the run-up to Christmas. At no point has the additional workload affected Jeannette’s positive outlook, continuing to give all the team her full support and assistance. On top of this, we have taken on a junior in the department who Jeannette has set time aside to train and ensure that Liam’s induction to Sytner has been a positive and motivational experience.
Well done Jeannette!
Tony Codorna (right), Parts Manager, congratulating Graham Farry.
Jaguar Land Rover Ascot Service Centre
Award Nominee, November 2017
Graham has had a career in the JLR brand spanning over 26 years, 10 of those at Guy Salmon Ascot, making him a ‘Master in Parts’. He has built a great relationship with our Trade/Bodyshop customers because of his expertise and regularly rely on his vast parts knowledge to get things right, first time. A team player and always willing to help and frequently covers at Bracknell Parts PDI centre.
Bradley Edmund
Award Nominee, November 2017
Our nomination is for Bradley for providing outstanding customer service to our customers at Land Rover Bristol. One of the challenges our customers face is where to park when they arrive and Bradley has now eliminated this stress for many of them as he is always on hand to assist them, Bradley is able to offer assistance in a manner that does not imply they are not capable of parking their own car but in a manner that he just wants them to be able to focus on the important things. The way that he has built a rapport with many customers has been noticed by his colleagues and they have been very complimentary about him. Great work Bradley!
James Middlecott & John Cleaver
Award Nominee, November 2017
James and John have worked tirelessly to keep on top of Warranty. Following a recent warranty audit, they have managed to deliver one of the best ever results. All of their hard work and dedication has really paid off, and we have not had to pay out too much as a dealership.
James and John have also assisted other sites within the division by providing training to new starters, ensuring that everyone gets off to a good start. When the new warranty system was being introduced James and John were part of the pilot, whilst still keeping on top of their day to day work.
Fantastic ‘One Team’ effort and we appreciate all of your hard work.
Neal Webb
Award Nominee, November 2017
Neal joined Guy Salmon Jaguar Coventry at the end of September and has become a great asset to the team. In such a short space of time, Neal has not only shown himself to be a very well accomplished salesperson with his order take being the highest in the dealership but his feedback from customers and his one team ethos is outstanding. A great start to his career with us and I am very excited about the future.
Steve Mckenzie
Award Nominee, November 2017
Steve is always willing to go the ‘Extra Mile’ and always happy to go and see a customer at their house if needed to rectify any concerns. A recent example of this comes from a customer’s feedback which we received.
Following on from a customer’s car been in for a service, he noticed that the Service warning light had come on and emailed Nina on Sunday. The next day he received the usual courtesy call asking if anything was ok. He explained about the light and within minutes received a call from Steve saying that he would be out to the customer that evening with laptop and tools to fix the service light. The customer informed us the following day that a smashing fella (don’t know his surname), but he comes from St Helens been with the company a number of years, really nice fella, helpful and apologetic, sorted the service light… well done to him, and what a great ambassador for Guy Salmon Knutsford.
Andrew Needham (left), Head of Business, congratulating Dan Keam.
Award Nominee, November 2017
Dan hosted an event at the dealership on Saturday the 4th of November, the annual quiz night for the Mayor of Tonbridge and West Malling, who is a customer of his.
Dan was at the dealership for 17 hours straight, and the event raised around £2600 so totally worth it! The money he raised went to Age Concern Malling – Dementia Day Care Centre and Ellenor, they support families facing a terminal illness, providing nursing and respite care at home to babies, children and teenagers with life-limiting illnesses.
Well Done Dan, a fantastic effort for a very worthy cause!
Ian Bennett (left), Head of Business , congratulating Steve Mulvoy.
Award Nominee, November 2017
Steve Mulvoy has been nominated by a customer for ‘Making it special’ for them. Not only did we receive great feedback for the first class experience he delivers to our customers, this is also reflected in his everyday contact with customers and colleagues where he aspires to go above and beyond.
I wanted to give you some positive news about a member of your service team, Steve Mulvoy. He has been handling the service of my car and more recently a warranty issue. His handling of all matters has been excellent. Nothing is too much trouble, he is very professional and just gets on with it and gets the job done. He is also very proactive and frankly, he is one of the best guys at Land Rover I have dealt with. This is my third Range Rover. Given how Stephen has handled dealing with the car I will certainly consider Guy Salmon Portsmouth when I come to replace the current Range Rover. From what I have seen of Stephen, he strikes me as someone who is a credit to himself and Guy Salmon and the kind of guy who is worth hanging onto.
What great feedback Steve and a true demonstration that getting the basic’s right is so important to our customers.
Mike Tyson (left), Head of Business, congratulating Sam Gregory.
Award Nominee, November 2017
Sam Gregory is a key member of the service team. She constantly goes the ‘Extra Mile’ to give our customers excellent service. Year to date she lies in second position in the Gold Star League with an amazing 47 gold stars.
Sam always has amazing feedback from her customers and is a true asset to the business.
Well Done Sam!
Stephen Otley (right), Head of Business, congratulating David Wong.
Award Nominee, November 2017
Our nomination for the ‘making it special’ award is David Wong. David has a loyal customer who has driven everything from Toyota’s to BMW’s and has always dealt with David. He was unfortunately diagnosed with Cancer, but thankfully he underwent a successful treatment and was cleared of Cancer shortly after.
When he found out that David was working at Land Rover, he came in to see him and look at the possibility of owning his first ever Range Rover Sport! After several cups of coffee and a good catch up, he placed his bespoke order from the factory. Around 2 weeks before the car was due to be delivered, his son rang David to inform him that sadly the Cancer had returned. After insisting that we would cancel the order due to his illness, his family decided that he would take delivery of the car and enjoy the vehicle that he had been looking forward to so much.
David was keen to treat Ken to something after everything he was going through so decided to take him out for dinner along with their two wives which was an enjoyable evening for all. Over the dinner table, Ken mentioned that a friend of his had been over to Germany to test newly available stem cell treatment and was advised of the same thing.
I think it is fair to say that Ken is now not only a customer for life for David & Guy Salmon Stockport but also a close friend.
Daniel Hutchinson (right), General Sales Manager, congratulating Dominic Said.
Jaguar Land Rover South West London
Award Nominee, November 2017
Dom is always consistent in delivering outstanding customer service and over the years here, he has developed great, loyal relationships with many of his customers. In October, in particular, he had just delivered a used car to a Mr May, a customer of his who recently had his XF stolen. While waiting for the insurance to be paid out Dom has been assisting Mr May with speeding up the pay-out process by offering advice while keeping the customer calm as he was incredibly shaken up by the whole affair. During the handover, Mr May was trying to tax the car online but was experiencing issues which would not allow payment to be taken, this again caused Mr May some distress, leaving him with his head in his hands.
Dom stepped in and paid for the road tax himself which diffused the situation, putting a huge smile on the face of Mr May and even made the distinguished chap swear with gratitude! Obviously, Mr May has agreed to pay Dom back but that is going above and beyond… well done Dom!
Matthew Farrer
Award Nominee, November 2017
When Mr Ackroyd was due to the dealership to pick up his new Range Rover Velar, Matthew had found out prior to collection that it was actually Mr Ackroyd’s Birthday on that very day. Matthew thought it would be a really nice gesture to go one step further and make the hand over extra special by arranging for Happy Birthday bunting at the front of the vehicle, a Birthday Cake and a Bottle of Champagne.
On collection of his new vehicle, Mr Ackroyd was totally overwhelmed with the kindness and thoughtfulness of the gesture that made his Birthday a truly wonderful experience.
Richard Rhodes (left), Head of Business, congratulating Liam Golding.
Award Nominee, November 2017
Since I have been looking after Sytner Select Leicester which is only a couple of months Liam has had a smile on his face the whole time and has been very positive and helpful in everything he has done.
He is happy to help out with whatever needs doing and he is a great asset for Sytner Select as well as being a very productive technician considering his short time in the industry.
I think he is one to watch with a bright future.
Well done Liam and thank you for being so welcoming to me at Sytner Select Leicester.
Paul Titre (right), Aftersales Manager, congratulating Heather Boase.
Jaguar Land Rover Ascot Service Centre
Award Nominee, October 2017
Our nomination for October is Heather who is our Service Receptionist. Heather is a pleasure to work with and puts her work and colleagues before her own needs. She is always willing to help and cover at short notice including tasks that are above and beyond her usual day to day role. Heather will always go out of her way to exceed customers’ expectations.
Thank you Heather!
Tim Fox (right), Aftersales Manager, congratulating Rob Curthoys.
Award Nominee, October 2017
Rob has recently started with us and he is settling in well. Rob has received three gold stars for his excellent customer service and he has bonded with the team and also our customers.
Rob has brought with him extensive knowledge and experience and he is always willing to assist his colleagues by passing this on, really demonstrating a ‘One Team’ approach.
Rob has a very personable character that makes everyone around him feel at ease.
We look forward to working with you Rob!
James Middlecott & John Cleaver
Award Nominee, October 2017
Our nomination for October is for James and John who have worked tirelessly to keep on top of Warranty. Following a recent warranty audit, they have managed to deliver one of the best ever results. All of their hard work and dedication has really paid off, and we have not had to pay out too much as a dealership.
James and John have also assisted other sites within the division by providing training to new starters, ensuring that everyone gets off to a good start. When the new warranty system was being introduced James and John were part of the pilot, whilst still keeping on top of their day to day work.
Fantastic ‘One Team’ effort and we appreciate all of your hard work.
Andy Penn (centre), Aftersales Manager, congratulating Paul Leek & Andrew Leek.
Award Nominee, October 2017
Our nominees for October are ‘The Leek Brothers’.
Paul joined us as a technician from Mercedes-Benz, and has since adapted to the change to the Jaguar brand and is now an integral part of the workshop team, you always know when he is in the business! Andrew joined us as a Service Advisor and he has fitted into the team really well, taking the strains of a busy service department and helping to deliver a better customer experience. Between them, they have helped us to recruit two technicians and a service advisor.
They are a strong addition to the team at Guy Salmon Jaguar Coventry family.
Well done both!
Steve McKenzie (left), Workshop Operations Manager, congratulating Sharzly Malata.
Award Nominee, October 2017
Sharzly last week had a customer, Mrs Batman in for a replacement part, she decided to wait for the part to be fitted as it was not going to take long. Whilst the technicians replaced the trim they found that the part had arrived incorrectly. Sharzly quickly found a solution and advised Mrs Batman of the circumstances and made her aware that he really wanted to get this resolved within one visit to save further inconvenience and suggested that she took full advantage of our voucher offer that we have with a hotel next door.
Whilst dropping Mrs Batman off at the Hotel he noted that Mrs Batman was low on baby milk, so he took the initiative to purchase some baby milk with his own cash and delivered it to Mrs Batman whilst she had her lunch. She was over the moon with this and was soon on her way home with trim fitted and a happy baby, later on in the day her husband called to thank Sharzly for all his efforts.
Sharzly demonstrated that you can still exceed a customer’s expectations when all odds are against you. Well done Sharzly!
Andrew Needham (left), Head of Business, congratulating Dan Keam.
Award Nominee, October 2017
Dan hosted an event at the dealership on Saturday the 4th of November, the annual quiz night for the Mayor of Tonbridge and West Malling, who is a customer of his.
Dan was at the dealership for 17 hours straight, and the event raised around £2600 so totally worth it! The money he raised went to Age Concern Malling – Dementia Day Care Centre and Ellenor, they support families facing a terminal illness, providing nursing and respite care at home to babies, children and teenagers with life-limiting illnesses.
Well Done Dan, a fantastic effort for a very worthy cause!
Ian Bennett (left), Head of Business, congratulating Steve Mulvoy.
Award Nominee, October 2017
Steve has been nominated by a customer for ‘Making it special’ for them. Not only do we receive great feedback for the first class experience he delivers to our customers, this is also reflected in his everyday contact with customers and colleagues where he aspires to go above and beyond.
I wanted to give you some positive news about a member of your service team, Steve Mulvoy. He has been handling the service of my car and more recently a warranty issue. His handling of all matters has been excellent. Nothing is too much trouble, he is very professional and just gets on with it and gets the job done. He is also very proactive and frankly, he is one of the best guys at Land Rover I have dealt with. This is my third Range Rover. Given how Stephen has handled dealing with the car I will certainly consider Guy Salmon Portsmouth when I come to replace the current Range Rover. From what I have seen of Stephen, he strikes me as someone who is a credit to himself and Guy Salmon and the kind of guy who is worth hanging onto.
What great feedback Steve and a true demonstration that getting the basic’s right is so important to our customers.
Mike Tyson (left), Head of Business, congratulating Sam Gregory.
Award Nominee, October 2017
Sam Gregory is a key member of the service team. She constantly goes the extra miles to give our customers excellent service. Year to date she lies in second position in the Gold Star League with an amazing 47 gold stars.
Sam always has amazing feedback from her customers and is a true asset to the business.
Well Done Sam!
Stephen Otley (right), Head of Business, congratulating David Wong.
Award Nominee, October 2017
David has a loyal customer who has driven everything from Toyota’s to BMW’s and has always dealt with David. He was unfortunately diagnosed with Cancer, but thankfully he underwent a successful treatment and went into remission shortly after.
When he found out that David was working at Land Rover, he came in to see him and look at the possibility of owning his first ever Range Rover Sport! After several cups of coffee and a good catch up, he placed his bespoke order from the factory. Around 2 weeks before the car was due to be delivered, his son rang David to inform him that sadly the Cancer had returned. After insisting that we would cancel the order due to his illness, his family decided that he would take delivery of the car and enjoy the vehicle that he had been looking forward to so much.
David was keen to treat Ken to something after everything he was going through so decided to take him out for dinner along with their two wives which was an enjoyable evening for all. Over the dinner table, Ken mentioned that a friend of his had been over to Germany to test newly available stem cell treatment and was advised to do the same thing.
I think it is fair to say that Ken is now not only a customer for life for David & Guy Salmon Stockport but also a close friend.
Daniel Hutchinson (right), General Sales Manager, congratulating Dominic Said.
Jaguar Land Rover South West London
Award Nominee, October 2017
Dom is always consistent in delivering outstanding customer service and over the years here, he has developed great, loyal relationships with many of his customers. In October, in particular, he had just delivered a used car to a Mr May, a customer of his who recently had his XF stolen. While waiting for the insurance to be paid out Dom has been assisting Mr May with speeding up the pay-out process by offering advice while keeping the customer calm as he was incredibly shaken up by the whole affair. During the handover, Mr May was trying to tax the car online but was experiencing issues which would not allow payment to be taken, this again caused Mr May some distress, leaving him with his head in his hands.
Dom stepped in and paid for the road tax himself which diffused the situation, putting a huge smile on the face of Mr May and even made the distinguished chap swear with gratitude! Obviously, Mr May has agreed to pay Dom back but that is going above and beyond… well done Dom!
Matthew Farrer
Award Nominee, October 2017
When Mr Ackroyd was due in the dealership to pick up his new Range Rover Velar, Matthew had found out prior to the collection that it was actually Mr Ackroyd’s Birthday on that very day. Matthew thought it would be a really nice gesture to go one step further and make the hand over extra special by arranging for Happy Birthday bunting at the front of the vehicle, a Birthday Cake and a Bottle of Champagne.
On collection of his new vehicle, Mr Ackroyd was totally overwhelmed with the kindness and thoughtfulness of the gesture that made his Birthday a truly wonderful experience.
Richard Rhodes (left), Head of Business, congratulating Liam Golding.
Award Nominee, October 2017
Since I have been looking after Sytner Select Leicester which is only a couple of months Liam has had a smile on his face the whole time and has been very positive and helpful in everything he has done.
He is happy to help out with whatever needs doing and he is a great asset for Sytner Select as well as being a very productive technician considering his short time in the industry.
I think he is one to watch with a bright future.
Well done Liam and thank you for being so welcoming to me at Sytner Select Leicester.
